eCommerce Customer Support Agent (IT / ES / EN)

About us

Velara is a company specialized in operating and expanding digital businesses in the fashion and lifestyle sector.

Through exclusive partnerships, we take full responsibility for the management and operation of each brand’s digital business, covering eCommerce, growth, technology, logistics and customer experience, combining a team with decades of industry experience with our own AI-powered technology to drive sustainable growth and profitability.

We currently run the European D2C operation of an international lifestyle brand, and we're launching a second brand in the accessories space this autumn.

The role

You'll be the voice of our brands for every customer who writes in. This is a hands-on, operational role: you'll handle the day-to-day ticket flow across markets, resolve order, shipping, returns and product questions, and make sure nobody is left waiting. You'll also be one of the first to spot what's breaking (recurring issues, unclear policies, friction in the checkout) and flag it to the teams that can fix it.

What you'll do

• Handle inbound customer conversations across email, chat and social in Italian, Spanish and English
• Resolve order, delivery, returns, refunds and product enquiries end to end, coordinating with logistics and operations when needed
• Own our support tooling day to day: Gorgias for ticketing and Konvo for conversational flows - including macros, tags, automations and keeping both tidy
• Keep response and resolution times within target without turning replies into copy-paste
• Turn recurring contact reasons into insight: report patterns, propose fixes, help improve help-centre content and automated flows
• Work closely with eCommerce, growth and operations so the customer view reaches the people making decisions

What we're looking for

• Previous experience in customer support for an eCommerce or D2C brand
• Italian, Spanish and English at C1 level or above - bilingual is ideal. Written command matters most: you'll be writing in all three every day
• Hands-on experience with Gorgias; experience with Konvo is a strong plus
• Genuinely customer-minded: you care how the answer lands, not just that the ticket closed
• Autonomous and organised - comfortable prioritising your own queue in a small, fast-moving team
• Comfortable with AI tools as part of how you work. We're AI-native by default, and support is one of the areas where it changes the job the most

Nice to have

• Shopify, Klaviyo or similar stack
• Familiarity with automated returns platforms (Reveni or similar) - our returns run through one, so knowing how the flow works from the inside is a plus
• Experience in fashion, lifestyle or accessories
• Some experience shaping support processes from scratch, not just executing them

Terms

• Independent contractor (part-time). You invoice us monthly and are responsible for your own taxes and social contributions in your country of residence
• Open to candidates based in the EU
• We're looking for someone who can commit a consistent share of their week rather than a full-time hire
• Compensation equivalent to €24,000/year full-time, pro-rated to the share of time you dedicate to us. Paid in EUR
• Fully remote, but you should be available to travel for team meetups on a monthly or quarterly basis

What we offer

• A remote-first culture built around written communication and autonomy, not calls and presence
• A company in growth: new brands, new markets and more volume coming, with room to grow with it
• Multi-brand exposure - you work across a portfolio, not a single catalogue
• An AI-native operation: we build our own tools and automate the repetitive parts, so your time goes into the conversations that actually need a person
• A small team where your input on process and tooling gets implemented, not filed
• Colleagues who have scaled digital brands before, so you learn from people who've done the job